What to do if you've cancelled your recurring card payment but you notice it is still being taken from your account.

Information:

Before you do anything, make sure you have a note of the date you cancelled the payment, and any payments that have left your account since that date.

If you cancelled with the company

Contact them again and let them know the date you cancelled the payment, and any payments that have left your account since that date.

Ask them to:

  • Refund any payments taken after this.
  • Stop any further payments.
  • Provide written confirmation that they’re cancelling the payment and refunding your money.

If you’re not having any luck cancelling directly, please contact us – we’ll be able to help you.


If you asked us to cancel it

We’ll need to process the cancellation, and that can take a little while. Sometimes a payment may have been taken if it was already being processed.

If a payment leaves your account after you’ve asked us to cancel it, please get in touch with us.


How to contact us if you need help

When you contact us, please tell us:

  • The company name or payment you’re trying to stop.
  • The date you cancelled the payment.
  • Whether you cancelled it with the company or through us.
  • Which payments have been taken since.

Recurring debit card payments

Please call us or send a secure message through the Internet Bank.

Call us:

7 days a week: 8am to 8pm

UK: 03457 30 20 11

How to send us a message, using internet banking:

  1. Log in to the Internet Bank.
  2. Select My messages.
  3. Select Compose new message.
  4. Follow the instructions.

Recurring credit card payments

Our UK-based team can help.

Call us:

Monday to Friday, 9am to 5pm.